Customer Relations Manager

Job Title: Customer Relationship Manager – E-Commerce & Lead Conversions

Location: Thane (On-Site)

Brand: Mukti & Kavith Casa / Kavith Sainaani Handmade Luxury

Employment Type: Full-Time

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About the Role

We are looking for a proactive and polished Customer Relationship Manager (CRM) to manage online leads, convert them into store appointments or e-commerce sales, and deliver a world-class customer experience.

This role is perfect for someone who thrives on client interaction, luxury selling, and relationship building — combining both inbound and outbound communication to ensure every lead is nurtured and converted with precision and care.

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Key Responsibilities

1. Lead & Appointment Management

• Handle inbound and outbound calls, WhatsApp, and email inquiries from potential clients generated through ads, website, and social media.

• Qualify, track, and convert leads into confirmed store appointments or e-commerce transactions.

• Maintain accurate data in CRM tools — from first inquiry to final conversion and follow-up.

• Build strong rapport and trust with every client to ensure high closure rates and brand loyalty.

2. E-Commerce Sales & Support

• Manage end-to-end online sales — including product recommendations, billing, order tracking, and after-sales coordination.

• Upsell and cross-sell products like sherwanis, tuxedos, shoes, and accessories to increase order value.

• Coordinate with the e-commerce team for smooth order execution and dispatch timelines.

• Collaborate with the digital marketing team to provide insights on lead quality and campaign effectiveness.

3. Customer Experience & Retention

• Represent the brand voice across all client touchpoints — ensuring empathy, confidence, and a luxury tone.

• Proactively follow up with customers post-purchase for satisfaction and repeat engagement.

• Handle escalations or complaints promptly and ensure issues are resolved to the client’s satisfaction.

• Maintain personalized relationships with high-value clients, stylists, and referral networks.

4. Coordination & Reporting

• Work closely with store managers, stylists, and the operations team to coordinate appointments and client visits.

• Prepare daily/weekly performance reports on leads, conversions, appointments, and sales performance.

• Ensure consistency in service standards across Thane and Santacruz operations.

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Requirements

• Bachelor’s degree in Business, Marketing, or Communication.

• 2–5 years of experience in customer service, telesales, or CRM (preferably in luxury fashion, hospitality, or retail).

• Excellent verbal and written communication in English and Hindi (Marathi preferred).

• Hands-on experience with CRM tools, WhatsApp Business, and Excel.

• Confident, target-driven, and presentable — with strong persuasion and interpersonal skills.

• Comfortable working in a fast-paced, performance-driven luxury retail environment.

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Why Join Us

Mukti & Kavith Casa and Kavith Sainaani Handmade Luxury are among India’s most promising luxury menswear and footwear houses. As our Customer Relationship Manager, you will be at the heart of our client experience — turning every inquiry into a memorable brand interaction and every lead into a loyal client.